Car Service Complaint

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You can make a complaint about a car service driver or a car service company.

Car services include:

  • Cars from app-based companies, such as Lyft, Uber, and Via
  • Black cabs
  • Limousines
  • Ambulettes

What Happens Next

For the Taxi and Limousine Commission (TLC) to take action against a driver, you must participate in a hearing.

If you live in New York, New Jersey, or Connecticut, you may participate in person at 31-00 47th Avenue in Queens or by phone. If you live somewhere else, you may participate by phone.

If you decline a hearing, your complaint will be sent to the TLC, but no action will be taken against the driver.

Passenger information is not provided to a driver unless there are legal proceedings after a TLC hearing.

You make a complaint about a car service driver or vehicle.

Broken or Missing Items

You can report equipment or items in a car service vehicle that are broken, not working, or missing.

You can also report that a car service driver didn’t display a Taxi and Limousine Commission decal in the rear window or door or the Passenger Bill of Rights sign.

Cell Phone Use While Driving

You can report a car service driver using a cell phone while driving. Car service drivers are not permitted to use cell phones while driving, even with a hands-free headset.

Dirty Condition or Odor

You can report a dirty condition or bad odor in a vehicle, including cigarette smoke and body odor.

Fare or Tip Issue

You can report a problem with a fare or tip, including car service drivers overcharging or demanding tips.

License Missing or Incorrect

Car service drivers must display a license with their picture and Taxi and Limousine Commission driver number in the vehicle.

You can report that a driver who didn’t display their license or displayed someone else’s license.

Request Refused

You can report a car service driver that refused your request.

Examples of requests include adjusting the air conditioning or volume of the radio.

Rude Behavior

Service Refused

You can report a car service driver who refused to pick you up or canceled a ride based on:

  • Destination
  • Race
  • Gender
  • Disability
  • Sexual orientation

It is against the law for a car service driver to refuse a person based on destination in New York City when prearranged. A car service driver is required to drive a passenger to any destination in the five boroughs, the counties of Nassau and Westchester, and Newark/Liberty Airport.

It’s also illegal to refuse to drive passengers based on their perceived or actual race, gender, disability, or sexual orientation. Not only is this type of service refusal against TLC rules, but it’s also a violation of the City’s Human Rights Law. Learn how to make a public accommodation complaint on the Discrimination page.

Unsafe Driving

Report unsafe or reckless driving if:

A taxicab or car service driver may refuse service to a person with an animal that is not properly or adequately secured in a kennel case or another suitable container. Animals accompanying people with disabilities do not require a container.

As of November 1, 2017, the New York State Vehicle and Traffic Law (VTL) requires all drivers of taxicabs and for-hire vehicles (FHVs) to wear a seat belt while driving. The law also requires that front seat passengers above the age of 16 wear a seat belt.

If you are riding with a child, you are encouraged to bring your own car seat. The driver must allow you to install your car seat.

The meter cannot be placed into recording position until the passengers are safely seated in the cab. Upon reaching the destination, the meter must be placed in the non-recording position.

The New York State's Department of Taxation and Finance charges an 8.375% tax for passengers using a car service, limousines, or a black car service.

This is a State tax and is not collected by the Taxi and Limousine Commission.

Inclement Weather Charge

The Taxi and Limousine Commission does not regulate the rates for car services.  Car service companies may, however, impose an additional charge during bad weather such as snow, ice, and flooding.  

In order to collect the additional charge, notice of the "inclement weather charge" must be posted in the company's rates and be readily available to the passenger in the company's office; otherwise, it is prohibited.  When a car service is ordered by phone, the passenger must be informed at that time if the inclement weather charge will be applied.

All livery, black car, luxury limousine, and app-based companies such as Uber, Lyft, and Via are required to provide wheelchair-accessible service to people with disabilities when requested, at an equivalent price and service level as non-wheelchair-accessible transportation.

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